Guaranteed performance, uptime and professional support with a Service Level Agreement (SLA). We provide defined quality standards, response times and a compensation guarantee so your business keeps running without interruption.
Standard service level
Excl. VAT
Advanced service level
Excl. VAT
Premium service level
Excl. VAT
Guaranteed quality with a Service Level Agreement
Defined quality standards are guaranteed. Performance and uptime commitments are protected by a written contract.
Issues are resolved within defined timeframes. Critical issues are responded to within 30 minutes to 4 hours.
You automatically receive compensation for SLA violations. Right to a refund if performance falls below the defined standards.
Regular performance reports and statistics. Uptime, response times and system performance are tracked in detail.
Priority service compared to other customers. Your support requests are handled with the highest priority.
Reliable service backed by a formal agreement. Your business partnership is protected by professional standards.
Guaranteed response times based on priority level
| Priority Level | Silver SLA | Gold SLA | Platinum SLA |
|---|---|---|---|
| Critical (P1) System is completely down | 4 hours | 2 hours | 30 minutes |
| High (P2) Major features affected | 8 hours | 4 hours | 2 hours |
| Normal (P3) Minor issues | 24 hours | 12 hours | 4 hours |
| Low (P4) General questions and suggestions | 48 hours | 24 hours | 8 hours |
An SLA (Service Level Agreement) is a formal agreement between a service provider and a customer that guarantees the quality, performance and response times of the service.
At Nerzen Bilişim, we offer an SLA guarantee to all our corporate customers. This ensures that your business keeps running without interruption.
System availability between 99.9% - 99.99%
Your support requests get the highest priority
Clear response times for every issue
Automatic refund for SLA violations
Guaranteed Service Quality
Contact us for guaranteed service quality and professional support